Walk-in tub delivery day comes down to three habits that protect you: inspect the crate before the driver leaves, keep the original packaging until the install is complete, and always remove the panels and aprons before the tub is moved. Freight claims require photos of any damage recorded on the shipper's delivery document with the driver's signature, and damage must be reported within 48 hours of receipt, so a careful five minutes at the curb can save weeks later.

Watch a Real Delivery and Installation

This video follows an Ella Transfer 60 from arrival through final connections in the Chicago area: the case and packing come off for a damage inspection, the end and side panels are removed before the tub is moved in, the tub is filled outside and all pumps are run to check for transit leaks, then it is drained, dried, carried in, leveled, connected, and tested again. The same sequence applies to every model.

Step 1: Inspect Before You Sign

1. Inspect the crate on delivery, then remove the case and all packing material and begin a detailed inspection for shipping damage, both visual and operational.
2. If you find any damage, photograph it, record the details on the shipper's delivery document, and have the driver sign it. Damage that is not on the delivery documents cannot be claimed properly.
3. Report any damage or missing items within 48 hours of receipt. If you purchased through a dealer or retailer, report it to them as well, since they hold the order. Our freight damage 48 hour window article has the details.
4. Keep the crate and original packaging until the installation is complete. Returns are accepted only in original packaging.

Small items such as the drain handles, the headrest, grab bar hardware, and the instruction envelope are packed inside the tub or in the envelope on top of the plastic wrap, so check there before reporting anything missing. The delivery inspection checklist is a handy printout for the driveway.

How the Tub Is Packaged

In this video an Ella dealer explains why packaging matters and shows the shipping materials: tubs travel in a multi-piece corrugated box 3/4 to 1 inch thick or in a half-inch plywood crate, skids are wrapped in plywood to protect against forklifts, and each custom skid has support layers under every tub foot. That is why a crate that looks rough on the outside is worth opening carefully rather than refusing outright.

Step 2: Test Outside Whenever Possible

As shown in the video, we strongly suggest filling the tub completely with water before bringing it into your home to check for any leaks that may have occurred during transit. Run all pumps and continue inspecting for leakage, then drain and dry the tub before moving it inside. All air, hydro, and electrical connections should be rechecked and secured, since vibration during shipping can loosen fittings. The full procedure is in our pre-installation water test article.

Step 3: Remove Panels Before Moving, and Lift Only by the Frame

• Before the tub is brought into your home, all end panels, side panels, and aprons must be removed. This applies any time the tub is relocated or moved.
• Ultra family: remove all four access panels. Standard and Zen: remove 2 panels, and the crate cover needs 2 people. Two-seat models: also remove the toe kick plates.
• Lift only by the frame. Never lift by plumbing, panels, or fittings. Air jets on the bottom of the tub can break off if the tub is carried incorrectly.
• Tubs ship fully assembled with the side panels packed separately, and they cannot be disassembled to fit through a doorway, so check the path with our doorway measurement guide before delivery day.

Step 4: Prepare the Site

When an old tub is removed, the drain, water supply lines, and electrical connections must be reassessed. Many installations need floor modifications to accommodate the oversized 2 inch drains. Your home's drain configuration will likely differ from the videos, and your installer determines the most efficient hookup. Level the tub with the adjustable legs, following the leveling guide, or the door will not close properly and may leak. After all connections are secure, fill the tub, run all the pumps, check thoroughly for leaks, then replace all end and side panels and secure them with screws as needed, applying silicone caulk where appropriate.

About the Door Seal on Arrival

The silicone door seal can stick or deform slightly in shipping. Squeeze it with your fingertips and pull it gently away from the door frame to restore its shape, and clean it with rubbing alcohol. Your tub ships with the door locked, so leave the door open for a period after unpacking so the gasket can retain its shape, and keep the door open or unlocked whenever the tub is not in use to extend gasket life. See door seal cleaning and care.

Common Questions

Still need help? Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and our team will be glad to walk you or your installer through it.